My eight year old was standing on the diving board at my grandparents' pool getting ready to jump in the for the first time without a life jacket. His knees were shaking as his toes curled around the edge of the board. I could tell by looking at him that he was about to slowly back up, and get off the board, without following through. Standing in the shallow end I started chanting to him: I believe in you, I believe in you, I believe in you. He looked at me, with an expression on his face of courage. He jumped in. He did it. And as he came up from the water, he was so delighted with himself! (And like any mom, I was so proud!) Later that evening as I was tucking him in bed, he said something to me that I assumed was an understood feeling: “Thanks for believing in me, Mom”. This really had me thinking – how could my son NOT know this? How could he not carry this message with him wherever he goes?
Words are powerful.
What we speak and how we use our words can build someone up, or break someone down. Working for a company of 100 employees, sitting face to face with numerous agents, teaching classes, conducting training sessions ... you use your voice as a very large tool. Are you using your words and your voice to spread joy? Or is it just creating noise? Static? Negativity?
In sales and customer service, often times our words are the only tools that we have.